Frequently Asked Questions FAQ

Every new store is reviewed by XOOBAY before it goes live. A company needs a business licence and the front and back of the legal representative's ID; an individual needs the front and back of their ID card. Upload them under Seller Center → Store profile: they are watermarked for store verification when uploaded and are never shown on your store pages. You'll get a platform message with the result; if the store doesn't pass, the reason is shown on the Seller Center home page — update your details and click Resubmit for review.

Store levels are annual plans. They set your commission rate on orders paid through XOOBAY and what your store website can show:

• Liberty Starter: US$699 per year; 15% commission; 1 store; 50 products and 2 languages on your store website; no custom domain.
• Valued Grower: US$1,799 per year; 12% commission; 1 store; 200 products, 5 languages and 1 custom domain; social login for your customers; customer export and tags.
• Prestige Trust: US$5,399 per year (US$2,699 for the first year); 10% commission; up to 3 stores; 1,000 products, 10 languages and 3 custom domains; option to remove the footer credit.
• Sky Supreme: by invitation; 8% commission; unlimited stores and products; 10 custom domains.

Higher levels also include more AI replies, AI writing tasks and store content items per month. Compare the levels and see your current usage under Seller Center → Store level.

Choose a level under Seller Center → Store level and create an order. You can pay for one, two or three years at once: two years get 10% off and three years 15% off. A first-year price, where a level offers one, applies only to stores that have never paid for a level; the two discounts don't combine, and the lower price is used. Pay online, by USDT transfer or by bank transfer. Online payments activate the level automatically; for USDT and bank transfers, submit the transaction hash or transfer reference (a screenshot is optional), and the level is activated once XOOBAY confirms receipt.

For orders paid through XOOBAY's checkout, which includes every marketplace order, the commission depends on your store level: Liberty Starter 15%, Valued Grower 12%, Prestige Trust 10% and Sky Supreme 8%. It is deducted at settlement, based on your level when the order is completed, from the amount the buyer actually paid less any refunds; XOOBAY pays you back the value of platform coupons and shopping points used on the order. Orders that customers pay on your store website through your own payment methods (Stripe, PayPal, bank transfer and so on) go straight to you and carry no commission. Your other costs are the annual store-level fee and a 2% fee on withdrawals.

Add products under Seller Center → Products: title, one-line summary, description, images, variants with price and stock, wholesale tiers, MOQ and samples, weight and shipping. Write in your own language; when you save, the text is translated automatically into the other nine languages, and you can edit any language yourself (your own edits are not overwritten by AI). Before a product goes on sale, AI checks it against XOOBAY's merchant compliance rules: if it passes, it goes live; if something is flagged, it goes to manual review and you're notified of the result. Prices, stock and categories always come from what you enter.

To keep listings accurate, products you publish or import in the Seller Center must have their stock and prices confirmed at least every 30 days. You get a reminder after 25 days; a product that still isn't confirmed after 30 days is taken off sale and moved to pending listing. Confirming takes one click in the product list, and editing a product or changing its price or stock also counts.

Yes. Under Seller Center → Products you can import a CSV file in XOOBAY's template format or a product export from Shopify. Images are downloaded from the public URLs in the file (up to 12 per product), categories are matched by name or ID, and each product is translated into the other languages. You can put imported products on sale straight away (they still go through the compliance pre-check) or keep them pending. Rows that fail are listed with the reason and don't affect the others.

Under Seller Center → Shipping templates, create templates that charge by weight or by quantity, with a first unit and additional units priced per country or group of countries, a rule for all other countries, and optional free shipping above an order amount. Set one template as your default, or choose a template, or a fixed shipping fee, for each product. Items on the same template in one order are charged together. Buyers can order to any country; if you can't ship an order, use Cannot ship in the order and the buyer gets a full refund.

Paid orders appear under Seller Center → Orders as pending shipment, and you get an email for each new order. Ship with any carrier: choose it from the list (or enter its name) and add the tracking number; an order can be shipped in several parcels, and the buyer is notified. You can also print pick lists and packing slips, export orders to CSV, and ship in bulk by uploading a CSV of tracking numbers. An order held for risk review can't be shipped until XOOBAY clears it.

Requests appear under Seller Center → After-sales requests. Respond within 3 days, or the request goes to XOOBAY. You can agree (refund only, or return and refund, in which case the buyer sends the item back and you confirm receipt), reject it with a reason and photos, or raise a dispute if the returned item isn't as expected. While a request is open, the order's settlement is paused. For marketplace orders XOOBAY refunds the buyer and deducts the amount from your settlement or balance; for orders paid through your own payment methods you refund the buyer yourself (Stripe and PayPal refunds are automatic).

Settled amounts go to your available balance under Seller Center → Earnings & payouts. You can withdraw to your saved bank account or to the XOO Wallet bound to your store; each withdrawal must be at least US$50, a 2% fee applies, and only one request can be pending at a time. The amount is deducted from your balance when you apply; XOOBAY reviews the request and notifies you by platform message and email, and if it is rejected the full amount returns to your balance. Only the store owner can change the bank account.

A store website is your own branded site, on yourname.xoobay.com or your own domain, using the same products, reviews and content as your marketplace store, so nothing needs to be copied or synced. Build it under Seller Center → Website builder: pick a template (Fresh, Modern or Boutique) and colours, choose your subdomain, add your logo and contact details, arrange the home-page sections and write the text in your languages (AI can draft and translate it). How many products, languages and custom domains it shows depends on your store level; anything over the limit is kept but not shown. Customers sign in with an email code or the social logins you set up, and pay through your own payment methods.

Yes, from Valued Grower upwards: Valued Grower includes 1 custom domain, Prestige Trust 3 and Sky Supreme 10, while Liberty Starter uses your xoobay.com subdomain only. Add the domain under Seller Center → Website builder and follow the DNS instructions shown. Once it is active, it becomes your store website's main address and the subdomain redirects to it. If your level no longer includes a custom domain, the site goes back to the subdomain.

Yes, on your store website, at every store level. Under Seller Center → Payments & sign-in you can add Stripe (cards, plus Apple Pay or Google Pay if you turn them on in Stripe), PayPal, bank transfer, cash on delivery or another offline method; keys are stored encrypted and you can test the connection. Money paid this way goes straight to your account, XOOBAY charges no commission on these orders, and you handle refunds: when you approve one, Stripe and PayPal payments are refunded automatically from your account. Offline payments must be confirmed by you in the order before you ship. Marketplace orders are always paid through XOOBAY's checkout.

Under Seller Center → Promotions you can create store coupons (for the whole store or selected products, with a minimum spend and validity period; coupon names are translated automatically), set limited-time discounts on products, and send marketing emails to customers who have subscribed to receive them. Emails go only to subscribers, always include an unsubscribe link and are subject to a daily sending limit. Store coupons are funded by you; XOOBAY platform coupons and shopping points used on your orders are paid back to you at settlement.

No. Reviews come only from buyers with completed orders, and sellers can't delete or hide them. Under Seller Center → Reviews you can reply publicly (your reply is translated into the reviewer's language and the site's other languages) or report a review you believe breaks the rules; XOOBAY reviews the report and can hide reviews that do.

You are the issuer of invoices for your orders. Buyers can download a proforma invoice before payment and your commercial invoice after payment from their order; the commercial invoice is numbered when it is first issued and doesn't change afterwards. Set your legal name, registered address, tax ID or VAT number, invoice number prefix, an optional note and an optional seal or signature under Seller Center → Invoices; anything left blank is taken from your store profile. You can download the same commercial invoice from the order in your Seller Center.

Store owners can invite staff by email under Seller Center → Staff and give each person a role: administrator, operations, customer service, warehouse or finance, optionally read-only. The invitation must be accepted with the XOO Wallet account that uses the invited email address; staff then see only the pages their role allows. Only the owner can manage staff, payment and sign-in settings and the bank account, and staff withdrawals can go only to the saved bank account or the store's bound wallet. You can remove staff at any time.

Yes. One XOO Wallet account can own several stores, each with its own products, prices, content and store website, and you switch between them in the Seller Center. How many stores you can open depends on the highest store level among your stores: 1 for Liberty Starter and Valued Grower, 3 for Prestige Trust and unlimited for Sky Supreme. Each store is reviewed separately and has its own store level.